JOB PURPOSE:

HR Ops Excellence specialist is responsible to manage activities including people development, process and technology (PPT) framework of HR Operations Department. Perform the role of POC for overall process re-engineering, systems enhancement and people development within HR Operations.

KEY ACCOUNTABILITIES:

• Process Re-engineering: Support process improvement projects to optimize efficiency and productivity within the department and the organization. Identifies appropriate key performance indicators (KPIs) to measure current state and track changes after new processes are implemented.
• HR System Support: Supports process automation design by working closely with HR / IT Teams and provide application training to end users.
• Coordinate with HR Operations Leadership Team and plan various employee engagement activities including Individual Development Plan for team members.
• Maintain HR IT Ticket tracker, conduct backlog refinement review meetings with Product Owner and ensure business is completing activities as per agreed sprint timelines. 
• Prepare monthly report covering status of all tickets raised with IT Team, new enhancements deployed and present it to HR Operations Leadership Team.
• Act as a Super User for developing system templates, modify knowledge base content in AIDA (Chatbot), HR Helpdesk FAQs, Creating Helpdesk Service Categories, OTBI reports etc.
• Collaborate with L&D to recommend training initiatives to ensure HR Operations team can demonstrate the required knowledge and skills to perform their roles at the point of HR Transformation.
• Monitor services delivered by HR Operations up to agreed standards (draft and coordinate sign off on OLAs/ SLAs) and continues review of the same to keep the customer satisfaction high.

Job Context:

Customer Orientation

The ability to identify current and future customers, understand their current and future needs and respond with relevant and creative solutions. Make FAB the preferred partner for customers and build long term relationships in the best interest of the Bank. A customer may be an external customer, or an internal customer/colleague within FAB.

Persuasion and Influence

The ability to persuade and convince others to take actions beneficial to the Bank and customers.  It involves the ability to clearly identify and understand situations, and then respond appropriately when interacting with individuals and groups.

Analyzing and solving problems

Understanding problems by breaking them into smaller parts and identifying risk-return implications in a systematic way. Making logical comparisons of possible outcomes and coming up with the best possible solutions to problems.

Policies, Systems, Processes & Procedures

Provide inputs and contribute to the implementation of policies, systems and procedure for the assigned team so that all relevant procedural/legislative requirements, fulfilled while delivering a quality, cost-effective service.

Continuous Improvement

Participate in the identification of opportunities for continuous improvement and sustainability of systems, processes and practices considering global standards, productivity improvement and cost reduction by working as HR Operational Excellence.

Minimum Qualification

• Bachelor’s degree in Business Administration / IT.

Minimum Experience

•  4-5 years’ relevant experience in the projects & IT initiatives
• Hands-on and demonstrated experience in process re-engineering, process enhancement and HR Systems knowlege
• Transformation experience in the banking HR services industry is preferable.
• Knowledge of HR Employee Operations back office processes and leading practice
• Demonstrated successful project management experience and knowledge of tools like MS Project and Ms Visio